Pitney Bowes

Revenue: $3.4B
Size: 14,700 Employees

“The results we got with StereoLOGIC are very impressive!“

Customer Experience and Satisfaction Improvements.

Overview:

Customer satisfaction has become a key operational parameter for Pitney Bowes, and over the past few years the company has been focusing on decreasing operational costs. The one driving challenge at this point was that the operational costs had to be reduced within a very short period of time.

Challenge:

• Improve customer satisfaction and reduce the cost in a very short period of time
• Despite the improvement efforts, Pitney Bowes have continued to experience the situation when Customer Service did not meet the required SLA
• Error rates exceeded acceptable level

Solution:

StereoLOGIC provided the ability to:

• Automatically monitor employee operations in multiple remote locations, visualize employee processes, time, deviations and inefficiencies
• Accelerate rapid automated process improvement strategy
• Instantly detect deviations, wasted time and errors in each group and visualize them

Results:

• Cut the Customer Service response time by 56%
• Reduced the error rates (errors in servicing customers) from 20% to 0%
• Achieved above 65% NSAT for 8 consecutive months
• Reduced the operational cost by 30%

“You want to have the tool like StereoLOGIC in the hands of the supervisors and the subject matter experts that manage operations so that they could actually see - what the agents are doing vis-à-vis what they are supposed to be doing.”